Quality Assurance Manager

We are seeking an experienced Quality Assurance Manager to lead and elevate quality standards across our Customer Care / Call Centre operations within a fast-paced luxury e-commerce environment.

This role will be responsible for defining and driving the QA strategy, frameworks, and governance that ensure exceptional customer interactions , operational consistency, regulatory compliance, and continuous improvement—ultimately protecting the brand experience and exceeding customer expectations.

Key Responsibilities

Quality Strategy & Governance

• Develop, implement, and continuously improve a comprehensive Quality Assurance framework covering customer interactions (calls, emails, chats), processes, and service delivery standards.

• Define clear quality policies, guidelines, and scoring methodologies aligned with brand values, business objectives, and customer expectations.